Head – Contact Centre
Are you looking for an employer who
promotes individual excellence and mutual respect in a team-driven culture with
a key focus on social empowerment?
The Co-operative Bank of Kenya, “The
Kingdom bank” is the place for those looking to new opportunities to create
value for your career and make an impact.
You are a hands on proven leader
having leveraged on various technologies and resources within the contact
center space to achieve a high Return on Investment and a high performance
culture.
You have implemented innovative
profitable strategies and initiatives to drive service to the next level, grown
customer base as well as achieved customer retention.
You are clear on what needs to be
done to transform the contact center into a world class service and profit
center. You are a people person, you think on your feet and stay on top of key
assignments and deliverables.
Reporting to Head – Alternative
Channels, the Head of Contact Centre will be required to develop and implement
a contact center strategy geared towards achieving distinctive customer
experience, drive business growth and achievement of revenue targets to realize
a high Return on Investment.
The role holder will also be required
to transform the contact center from being a cost center into a revenue
generating business function.
The role will also entail driving the
adoption of innovative customer support platforms e.g. the blended
multi-channel Contact Centre as well as implementing all transformation and
re-engineering initiatives in the Contact Centre as a strategic driver to
growth, higher efficiencies and in line with industry best practice.
The Role
Specifically, the successful
jobholder will be required to:
·
Develop and Implement the contact
Centre strategy geared towards a strategic shift in driving business growth,
offering distinctive Customer experience across all bank channels including
social media channels by ensuring 24/7 service quality management for all the
Bank customer engagement channels whilst providing First Call Resolution (FCR)
for every customer interaction.
·
Drive growth of business and revenue
targets through the telesales team in line with business objectives by ensuring
generation of sales from every customer interaction through the various Multi-
Channels.
·
Daily running and management of the
Contact Centre through the effective use of resources, with responsibility for
meeting, and setting Contact Centre targets and performance service standards.
·
Adopt innovative customer support
platforms and tactics so as to be effective and efficient in provision of
service with responsibility for both the outbound and inbound teams.
·
Spearhead the transformation of the
Contact Centre from being a Cost Centre to a Revenue Generation Centre and
champion and develop the Blended Multi-Channel Contact Centre to optimize
technology and resources.
·
Accountable for team leadership and
performance by ensuring that performance management and coaching team members
to achieve performance excellence optimize resourcing and ensuring quality
assessments are conducted seamlessly for all front office staff.
·
Inculcate a high Performance culture
through tracking and communicating individual and team performance through
accurate and timely reporting as well as implementing established team and
individual performance rhythms to drive performance.
·
Liaison with other key business and
enabler functions to drive business and distinctive customer experience across
all the bank channels and platforms
Skills, Competencies and Experience
The successful candidate will be
required to have the following skills and competencies:
·
A Bachelor’s degree preferably in a
business related field from a recognized University.
·
4 to 7 years progressive work
experience in a similar role within a dynamic service organization.
·
Assertive, well informed and
knowledgeable on contact center service matters and market trends.
·
Strategic leader able to drive
business needs through the Contact Centre coupled with the ability to manage
change.
·
Demonstrable experience and
competencies in implementation of distinctive customer experience strategies
within contact centers.
·
Strong communication and presentation
skills and excellent analytical and reporting skills. Good team leadership and
coaching skills and must demonstrate agility in approach, decision making and
innovation and problem-solving.
·
The ability to handle pressure and
difficult situations with resilience, calmly and effectively.
·
Good knowledge of bank products,
services and banking regulations and statutory requirements.
How to Apply
If
you are confident that you fit the role and person profile and you are keen to
add value to your career then please forward your application enclosing
detailed Curriculum Vitae to jobs@co-opbank.co.ke indicating the job reference number
HCC/ACD/2016 by 28th December, 2016.
We are an equal opportunity employer.
Relationship Officer, Corporate Banking
Are you looking for an employer who
promotes individual excellence and mutual respect in a team-driven culture with
a key focus on social empowerment?
The Co-operative Bank of Kenya, “The
Kingdom bank” is the place for those looking to new horizons.
We are looking for people who do
things differently and who go the extra mile to make sure our clients have the
best to succeed.
You have an enviable performance
track record, with great follow through and always focused on achieving
results. You have demonstrated very good analytical skills coupled with the
ability to decipher great amounts of data.
You have excellent people skills and
well experienced in credit analysis within the Banking industry. You possess
very good knowledge in Corporate Banking especially around compliance and Risk
Management.
Reporting to Head Corporate Banking
with a dotted reporting line to a Relationship Manager, the Relationship
Officer will support relationship/Account Manager in credit analysis.
The role holder will perform
monitoring and control of designated portfolios to ensure that the department
maintains a quality loan book by also ensuring compliance compliance to Bank’s
policies on KYC, AML and the prudential guidelines.
The role holder will also provide
back up support in client management by providing timely response to all
queries, timely feedback of inquiries and efficient service delivery.
The Role
Specifically, the successful
jobholder will be required to:
·
Carry out Loan application analysis
and completion. Follow through the credit application from the proposal stage
to disbursement. This will entail obtaining all the necessary documents
for a thorough analysis of a facility request as per the bank’s Lending manual
& credit policy, Spread the information in Finales and comprehensively
analyse the spreads and Engage Product technical teams on specialized credit
facility structuring, obtain its’ approval/decline then advise the customer via
an appropriate letter of offer/letter of reject. Where the loan is approved,
ensure that the securities are in place, proper charging done, the facility
insurance obtained and the compliance certificate completed.
·
Perform credit analysis – ensure that
credit proposals have been well analyzed and presented and ensure the portfolio
under management remains of good quality and as per the bank`s credit policy by
monitoring and control i.e. effectively and efficiently manage the PAR
(Portfolio at Risk) Excess, and Collateral. Respond to early alert reports and
promptly advice the Remedial Credit Unit clients that require their attention
before the position gets from bad to worse.
·
Ensure distinctive customer
experience – ensure focused efficient and effective customer service frameworks
which will increase the flow of business from existing customers and generate
business from new customers. Obtain status reports on the client, directors,
guarantors if any, suppliers etc. and make regular customer visits and
ascertain the level of activities, stocks etc. and analyze annual/management
reports on annual/quarterly basis as well as interrogate account plans to
ensure all leads identified are closed. Make follow ups on issues
raised/captured under the call report with the customer/person/relevant
department.
·
Prepare Limit review reports and
effectively advise the RMs and ARMs on renewal of overdraft limit expiry dates
to ensure timely review of overdraft limits as well as ensure pre-approval of
excesses. Ensure the land rates and rent, Insurance certificates, Valuation
reports are up to date.
·
Ensure data integrity of the
Department Asset and Contingent book in terms of interest rates, Corp flags,
ARO (Account Relationship Officer) codes, Base codes etc. Ensure proper ARO
coding to avoid income leakage and perform portfolio audit review and
implementation to ensure the department maintains a rate not lower than
satisfactory.
Skills, Competencies and Experience
The successful candidate will be
required to have the following skills and competencies:
·
A bachelor’s degree preferably in
Business/Commerce/Economics or a degree in a science or other related field
where analytical skills are gained.
·
At least three (3) years of frontline
experience in Credit Management or Credit Analysis preferably in the Banking
industry.
·
Excellent communication &
interpersonal skills.
·
Demonstrable knowledge of market’s
regulatory framework, operations and practices.
·
Proficient in MS Office with
excellent report writing & Presentation skills.
·
Presentation skills.
·
Sound knowledge of financial analysis
and cash flow projections.
How to apply:
If you are confident that you fit the role and person
profile and you are keen to add value to your career then please forward your
application enclosing detailed Curriculum Vitae to jobs@co-opbank.co.ke indicating the job reference number
HMM/TD/2016 by 22nd December, 2016.
We are an equal opportunity employer.
Head – Money Markets & Fixed Income
Are you a highly experienced leader
with a wealth of knowledge on financial markets?
You have good grasp of the technical
aspects around money markets and fixed income instruments, you are well
informed, highly regarded with high integrity and a keen interest to dive into
leadership within the Treasury sector.
This position at the Co-operative
Bank of Kenya “The Kingdom Bank” is the right opportunity for you to make use
of your leadership competencies to grow your career within Treasury while
giving you an opportunity to make key strategic decisions that will position
the Bank favorably in the financial markets.
Reporting to the Treasurer, the job
holder will be responsible for Money Market plans, strategies, policies and
activities aimed at enhancing Liquidity Management, Asset Liability Management
as well as Money Market and Fixed Income functions.
The job holder will also work closely
with the Treasurer to ensure achievement of overall Treasury and bank’s
objectives and targets.
The Role
Specifically, the successful
jobholder will be required to:
·
Manage the bank’s financial risks
resulting from interest rate exposures, mismatch in assets and liabilities
(maturity risk) and Liquidity risk and also prepare cash flow forecasts, gaps
analysis for the bank’s overall assets and Liabilities Management.
·
Oversee the Management of Liquidity
both in the local Clearing accounts as well as the Nostro accounts to ensure
that the bank meets its payments obligations without incurring extra
unwarranted costs in penalties and overdraft charges.
·
Oversee dealing/Inter-Bank activity
relating to interbank borrowing and lending and other related functions in line
and within the limits put in place.
·
Manage the Treasury investment
portfolio and invest in surplus funds in Treasury Bills, Bonds and other
suitable instruments/securities as recommended in the investment.
·
Trade in government securities and
other allowed securities as per the investment policy to achieve set revenue
targets.
·
Manage the bank’s cost of funds
(liability pricing and funding) by monthly advising deposit rates and Transfer
pricing Rate
·
Take an active part in deposit
mobilization to enable the bank to grow its deposits while maintaining cost of
funds at desired levels by scanning the market and macroeconomic indicators for
appropriate pricing.
·
Manage relations with stakeholders in
the money markets including dealers, Central Bank, Brokers, Fund Managers,
amongst others.
·
Drive the ALM function and support
decision with good market knowledge and networks.
·
Facilitate the preparation of the
Treasury originated ALCO agenda items.
·
Support staff development, coaching
and mentoring and maintain high ethical standards for the department.
·
Develop products tailor made to suit
clients’ needs, changing market trends and balance sheet.
Skills, Competencies and Experience
The successful candidate will be
required to have the following skills and competencies:
·
A Bachelor’s Degree in a Business
related field and an ACI dealing certificate.
·
A minimum of 5 years’ experience in a
busy dealing room, 3 of which should be in active trading in Money markets and
Fixed Income position.
·
Good understanding of Asset /
Liabilities Management, Liquidity Management and risk Management in Financial
markets.
·
Experience in using Dealing/trading
platforms E.g. Reuters and Bloomberg.
·
Knowledge of various Treasury
products as well as end to end processing of Money markets and fixed
income products.
·
Good report writing and presentation
skills.
·
High integrity, strong analytical
skills, results oriented with leadership and negotiation skills.
How to apply:
If you are confident that you fit the role and person
profile and you are keen to add value to your career then please forward your
application enclosing detailed Curriculum Vitae to jobs@co-opbank.co.ke indicating the job reference number
HMM/TD/2016 by 22nd December, 2016.
We are an equal opportunity employer.
